Experienced Bookkeeper, Tax & Customer Service Lead
Resume:
Melissa Morgan
Bookkeeping-Customer Service Specialist-Administrative-Tax Professional-Management
Big Stone Gap, Virginia 24219
**********@*****.***
OBJECTIVE
Detail-oriented bookkeeper with over 9 years of experience in financial management and tax preparation. Demonstrated expertise in accounts payable and receivable, record keeping, regulatory compliance, and confidential document handling across multiple roles. Adept at using accounting software and Microsoft Office to deliver precise financial reporting and streamline operational processes.
EXPERIENCE
Lead Tax Preparer
Jackson Hewitt
October 2016 to Present
• Advanced from entry-level tax preparer to trainer and multi-store manager, overseeing tax preparation and customer service quality
• Trained preparers on tax software and client service best practices to ensure compliance and accuracy
• Focused on delivering excellent customer service and maintaining client satisfaction
• Supported preparers with tools and resources needed for effective tax preparation and client management
• Provided remote IT support and troubleshooting to staff, enhancing operational efficiency
Office Manager
Emmaus Medical and Counseling Weber City, VA
February 2023 to October 2025
• Managed accounts payable and receivable, ensuring accurate financial record keeping and timely processing of invoices and payments
• Maintained confidential employee compensation records and coordinated payroll activities in compliance with privacy regulations
• Developed and implemented efficient filing systems to improve organization and secure financial documentation
• Led administrative staff to achieve departmental goals through effective delegation and training on office policies and software tools
• Improved customer satisfaction by implementing a feedback system that increased positive reviews by Google.
Multi-Store Manager and IT Support
Jackson Hewitt Big Stone Gap, VA
May 2022 to February 2023
• Managed financial operations across 26 locations, including preparing taxes for individuals and small businesses
• Provided remote IT support and troubleshooting to staff, enhancing operational efficiency
• Oversaw financial reporting and decision-making to ensure client satisfaction and compliance
• Delivered exceptional customer service with over 10 years of experience, maintaining strong client relationships
• Coordinated daily operations and supervised over 30 employees to meet organizational goals
Area Manager
Jackson Hewitt Big Stone Gap, VA
July 2019 to May 2022
• Supervised 26 store managers and coordinated daily operations to ensure compliance with financial and operational standards
• Prepared quarterly financial reports and managed tax preparation for individuals and businesses
• Provided IT support and troubleshooting to improve system reliability
• Managed customer service operations including inbound and outbound call handling to enhance client satisfaction
• Conducted scheduling, reporting, and claims processing within company platforms while traveling extensively across the region
Lead Tax Preparer
Jackson Hewitt Big Stone Gap, VA
October 2016 to June 2019
• Advanced from entry-level tax preparer to trainer and multi-store manager, overseeing tax preparation and customer service quality
• Trained preparers on tax software and client service best practices to ensure compliance and accuracy
• Focused on delivering excellent customer service and maintaining client satisfaction
• Supported preparers with tools and resources needed for effective tax preparation and client management
Education
KEY SKILLS —
EDUCATION
Accounts payable
Accounts receivable
accounting software
Bookkeeping
Account reconciliation Payroll Financial reporting
Tax accounting
Customer service
HIPPA
Regulatory compliance
Time management Organizational skills
Confidentiality
Microsoft Office Leadership
General Studies (Some College)
Northeast State Technical Community College Blountville, TN
August 1997 to August 1999
High school diploma or GED
LEADERSHIP
Self-Motivation
Organized
Attention to Detail
Team Member
Professional
Strategic planner
REFERENCES
[Available upon request.]
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